Learn how employees can securely submit confidential reports through the Employee Portal or Agentforce, with issues automatically flagged and routed to HR.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To submit and manage confidential cases: | Confidential Case Management |
Submit a Case in the Employee Portal
Use the Employee Portal to report confidential issues.
- In the Employee Portal, go to the Help Center tab. Under the Cases section, click New Confidential Case.
- Enter the required details, select Confidential as the case type, and submit the case.
- The system creates a confidential Case record. A corresponding Public Complaint record is automatically created and attached to the Case, helping route the issue discreetly to the right personnel.
Escalate Confidential Issues with Agentforce
Use Agentforce to report a confidential issue via conversational AI chat. Agentforce detects sensitive language and prompts the user to either create a confidential case or connect to a human agent. Creating a confidential case automatically flags and discreetly routes the report only to authorized HR and legal representatives for secure tracking.
To escalate confidential issues from Agentforce to HR or legal reps, use the preconfigured flow template.
- From Setup, in the Quick Find box, find and select Flows.
- From the flows list, select Escalate Confidential Complaint.
- Select the Route for Confidential Handling element and set input values to customize the routing logic.
- Save as a new flow and add it to your HR Service agent.